Cancellation, refund and returns policy

01Cancelling a service

You may cancel any service at any time, without penalty:

• At the end of the term: turn off auto-renewal on the service’s page in the portal (domains, SSL certificates, hosting, business email and VPS servers). No new renewal invoices are issued and no automatic charges are made, and the service keeps working until the end of the paid term.
• Immediately: write to or call support. If you cancel within the satisfaction guarantee, the refund below applies; otherwise, early cancellation does not refund unused time.

You can also delete your saved cards at any time under Billing › Payment methods.

0230-day satisfaction guarantee

If you are a new customer (that is, you had not paid for any service with us under the same customer account or RFC) and you cancel within 30 calendar days of the activation of your first purchase of:

• Hosting or business email: we refund 100% of what you paid for the plan, regardless of the billing cycle.
• VPS server: we refund what you paid for the plan and backups, minus the part proportional to the calendar days elapsed since activation.

The guarantee applies once per customer and does not cover domains, SSL certificates or services suspended or cancelled for use contrary to the terms. If you received a free domain with your hosting, the regular registration price of that domain is deducted from the refundable amount, and the domain remains yours until it expires.

03Renewals

We notify you of every renewal 7 calendar days before the charge, so you can turn it off. For that reason, renewal payments are not refundable, except in these cases, where we refund 100% of the charge:

• The charge was made after you turned off auto-renewal or requested cancellation of the service before the charge date.
• You did not receive the advance renewal notice for a reason attributable to us and you claim it within 30 calendar days of the charge.
• The amount charged differs from the one we notified.

04Domains and SSL certificates

Registering, renewing and transferring domains and issuing SSL certificates are operations we pay to third parties (domain registries and certificate authorities) immediately and that cannot be undone. They are therefore not refundable once the domain has been registered, renewed or transferred, or the certificate has been requested from the certificate authority.

We do refund 100% if the registration, transfer or issuance cannot be completed for a reason that is not resolved (for example, the registry rejects the domain or the transfer is not possible). Meanwhile, you can retry a transfer with the correct EPP code without paying again.

05Charges in error and services not delivered

We always refund 100% of:

• Duplicate charges or charges for an amount different from the invoice.
• Charges you did not authorize.
• Payments for a service we could not activate and that was not activated after retries.
• Transfers that did not match any open invoice or exceeded its total (the excess is refunded).

06What is not refundable

• Account credit: it is a bonus and cannot be converted into cash. If an invoice partly paid with credit is refunded, the credit part returns to your account credit.
• Unused time of a service you cancel outside the satisfaction guarantee.
• Turning off VPS backups: the change applies from the next renewal.
• Services suspended or cancelled for use contrary to the terms.
• Fees your bank charges for a transfer.

07How to request a refund

Write to our support email or call us. The request must come from the customer’s owner or a person with the owner, administrator or billing role in the portal, and include:

• The customer name and the account email.
• The invoice number and the service.
• The reason for the request.
• For transfer payments: the CLABE of the account we should refund to, which must be held by whoever made the payment.

Email: ••••••••••••••

Phone: +52 81 2858 2129

We will answer within 5 business days at most. If the refund applies, we process it within the following 5 business days.

08Refund method and timing

• Card payments: we refund to the same card. The amount usually shows on your statement 5 to 20 business days later, depending on your issuing bank; on credit cards it may appear on the next statement.
• Transfer payments: we refund by SPEI to the account provided; the deposit usually arrives the same business day we send it.
• A refund may be full or partial (for example, under the VPS guarantee) and never exceeds what you paid. We notify you by email and in the portal when it is processed.

09Tax receipts

If the refunded payment is already covered by a CFDI, we will issue the corresponding credit CFDI (egreso) or cancel the original CFDI, as SAT rules require. If the payment had not been invoiced yet, it can no longer be invoiced.

10Chargebacks

If you do not recognize a charge, please contact us before disputing it with your bank: we can almost always resolve it faster. If you file a chargeback, we will provide your bank and the payment processor with evidence of the purchase and authorizations, and may suspend the related service while the dispute is open. If the chargeback is resolved in your favor, the related service is cancelled; if it is resolved in ours, the service is reactivated.

11Profeco

If you are a consumer and disagree with our answer to your request, you may contact Mexico’s Federal Consumer Protection Agency (Profeco) at profeco.gob.mx or by calling 55 5568 8722 (800 468 8722).